Deadline 10 Support replaced by paid AWS Premium Support

Deadline
1

I recently got this response from the support team

We’ve moved Deadline 10 support to AWS Premium Support. This integration provides our customers with a more scalable and comprehensive support experience, leveraging the expertise and resources of AWS.

At AWS, we are committed to providing our customers with the best possible experience. By offering Deadline 10 support through AWS Premium Support, we aim to enhance your rendering workflows, ensuring optimal performance, reliability, and scalability. Premium support offers global support 24 hours-a-day, 7 days-a-week, and 365 days-a-year through email, live chat or phone call options through Support Center.

To learn more about AWS Premium Support for Deadline 10 or to upgrade your support plan, please visit this page in the AWS console.

I’m not entirely sure what level is required, and whether $29 can be a one off payment or you’re locked into a yearly / ongoing plan.

All AWS Support plans are billed monthly with no long-term contracts. Business Support+ fees are calculated on a per-account basis.

If it’s for Deadline then there may be no AWS usage, therefore $29pm?

Sounds like you could be locked in for a least 2 months, and locked out if you do this regulary

You are obligated to pay for a minimum of one month of support each time you register to receive the service. You need to wait for a minimum of 30 days since the subscription start date to cancel a subscription. We reserve the right to refuse to provide AWS Support to any customer that frequently registers for and terminates the service.

Also not sure how the response time is evaluated, is this customer driven by submission form or evaluated by the AWS support team?

Business/Mission - critical system down < 30 mins
Production system down < 1 hour
Production system impaired < 4 hours
System impaired < 12 hours
General guidance < 24 hours

This also doesn’t reveal whether modifications will be made/released for issues with the application itself? Or whether support is for the application in its current state of ‘Maintenance Mode’?

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I had the same issue, the “trick” I was told was to use a new AWS account (with no usage/never used for anything else) and get the Business Support+ plan for the month you need support, so $29. Then cancel it (or continue at $29/month if you use that much). That is minimum entry, just make sure it has no other ongoing AWS services or the % billing will take hold.

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